Cool Cat Casino wont give me my winnings

RESOLVED
posted on June 12, 2013.

Deposited and played £50 on 340% no restriction bonus .. had $481 and had cleared play through. so I thought id withdraw it .. may 2013.. contacted live chat and asked if I could have another bonus and was everything ok with my withdrawal.. everything ok with withdrawal so I deposited again with another deposit code june 2013 .. played through and got $411 approx.. withdrew again ..

they asked for form to be completed and sent back in which I did. then they emailed me saying withdrawal not accepted as could be for a number of reasons.

I contacted through live chat said my debit card had been declined by my bank .

contacted my bank and they stated nothing had been attempted to be taken from my bank and nothing declined !!

as I checked my account history it clearly stated that they had NOT COLLECTED PAYMENT AS WITHDRAWL REQUESTED !!

TALKED ON LIVE CHAT SEVERAL TIMES

no response through emails

they closed my account then kept disconnecting me from live chat

posted on July 4, 2013.

Dear Player

We will look into this matter and will get back to you soon

Regards

Cindy Greco

posted on July 4, 2013.

ty i look forward to it :)

posted on July 6, 2013.

Dear Player:

Your winnings have been declined since your deposit appears as uncollected. If by any chance the $50 deposited on 5/31/2013 2:52:43 PM were charged to your credit card please send us proof by sending your Credit card Statement.

Thanks

Cindy Greco

posted on July 7, 2013.

Sorry but that excuse is not good enough . I contacted my bank and no attempt had been made to collect any money from yourselves. My bank confirmed that if any attempt had been declined they would know about it or get in touch with me .. none of my other deposits to sports books or casinos have ever been declined or refused . !! even if you did not collect any money from me I still won and you should pay me my winnings . Please re assess and calculate my winnings minus deposit and bonus . thank you.ps when I checked my account it said DEPOSIT NOT COLLECTED DUE TO WITHDRAWL. not declined !!!!

posted on July 9, 2013.

Dear Player

According to the system:

On 5/31/2013 2:52:43 PM you attempted to made a $50 deposit

On 5/31/2013 2:52:43 PM you redeemed bonus FIESTA350

On 5/31/2013 6:42:48 PM you requested a second cash-out for $460

On 6/2/2013 3:32:37 PM you attempted made a second $50 deposit

On 6/2/2013 3:32:37 PM you redeemed bonus FIESTA350

On 6/2/2013 4:20:36 PM you requested a second cash-out for $411

Processor send Coolcat a notification that funds were uncollected. Once again; if you can send the casino a proof that both deposits appear on your credit card statement we will be glad to proceed with the withdrawal process.

As per Casino Rules "•Some of our processors pre-approve transactions and then process the transactions in a batch process later. If your transaction happens to be declined at that time of it being processed, and if there are winnings generated from your pre-approved deposit, winnings from that transaction will become void." http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­ter­ms-­con­dit­ion­s.php

Regards

Cindy Greco

posted on July 9, 2013.

Sorry but you did not try and collect money from my account ... that's just an excuse not to pay me !! MY CARD WAS NOT DECLINED . my bank can verify no money was attempted to be taken from my account

posted on July 12, 2013.

Dear Player:

I have requested more information from Coolcat's Accounting Department.

Regards

Cindy Greco

posted on July 14, 2013.

thank you

posted on July 18, 2013.

hi whats happening ?

posted on July 22, 2013.

Dear Player

I will contact the Casino today to get a response

Regards

Cindy Greco

posted on July 26, 2013.

Dear Player:

Casino is checking the transactions with the processor. I should have a response by tomorrow

Regards

Cindy Greco

posted on July 30, 2013.

Dear Player:

Unfortunately unless you provide a proof of the charges made by the casino Casino will be unable to process any withdrawal coming from winnings generated from those charges. As explained before processor never received the deposits

Regards

Cindy Greco

posted on July 31, 2013.

O dear cindy you don't seem to understand . ill spell it out

# I know you didn't take any money from my bank....

# you never attempted to take money from my bank

# my bank has clarified with me that you never tried to take money from my bank

# what im telling you is that because I won coolcat casino did not collect money from my bank because I made a withdrawl

# in my account it said ... DEPOSIT NOT COLLECTED DUE TO WITHDRAWL...

# THAT SAYS TO ME THAT THEY DID NOT PROCESS OR TRY TO PROCESS ANY PAYMENT

# please give me my winnings . thank you

posted on August 3, 2013.

Dear Player

I will make someone in Processing Department to get in touch with you.

Cindy Greco

posted on August 4, 2013.

ok thank you

posted on August 8, 2013.

Dear Player

Did the Casino contact you?

Regards

Cindy Greco

posted on August 8, 2013.

no they didn't. please advise them that they did not attempt to take any money from my account. my bank says no money was attempted to be taken ......

thank you

posted on August 12, 2013.

Dear Player

I will check into this as soon as I get to the office

Regards

Cindy Greco

posted on August 16, 2013.

Dear Player

I havent been at the office but will be available to check your request today.

Regards

Cindy Greco

posted on August 20, 2013.

Dear Player:

According to the Casino the processor did not receive the deposits; therefore you have played with money that was never received.

Cindy Greco

posted on August 20, 2013.

once again they never put deposits through BECAUSE I WON

DEPOSIT NOT COLLECTED DUE TO WITHDRAWL

it said that in my account . if id lost they would have taken money.

please give me my winnings .I wont let this go . thank you

posted on September 20, 2013.

Dear Player:

As explained before please provide a proof that your credit card was charged and Coolcat will be glad to credit the money back into your account.

Regards

Cindy Greco

posted on September 22, 2013.

as explained before . you didn't take any money from my account because I won . you never tried to take money from my account . can you prove that you tried to take money from my account because my BANK SAYS YOU DIDNT TRY TO TAKE MONEY FROM MY ACCOUNT ...

MY WINNINGS WERE NOT PUT THROUGH BECAUSEYOU CANCELED MY WITHDRAWAL ..

NOT MY FAULT

IF ID HAVE WON YOU WOULD HAVE PUT MY DEPOSIT THROUGH

PLEASE GIVE ME MY WINNINGS

posted on September 24, 2013.

Dear Player:

Please consider this responce as final on behalf of Coolcat Casino.

No payment will be sent unless you send them proof of deposits being deducted from your cards.

Casino will be more than glad to process payments if such documentation is provided.

Best Regards

Cindy Greco

posted on September 25, 2013.

can you provide me proof of your request of declined payment

posted on September 29, 2013.

Dear Player

For security reasons casino cannot share processor data, this is why you have been requested to provide your credit card statement

Cindy Greco

posted on September 29, 2013.

you did not try to take payment from me did you ?

posted on October 2, 2013.

Dear Player:

Please consider this responce as final on behalf of Coolcat Casino.

No payment will be sent unless you send them proof of deposits being deducted from your cards.

Casino will be more than glad to process payments if such documentation is provided.

Best Regards

Cindy Greco

posted on October 2, 2013.

no .............. give me my winnings

AskGamblers
posted on November 15, 2013.

 Is the proving documentation finally sent?

posted on November 15, 2013.

No documents have not been sent. Have you sent.me any info regarding my deposits.being declined. My bank says.you did not attempt to take any money from me. Please provide me with proof. Thank.you

posted on November 18, 2013.

Dear Player

You have sent no proof to the date that casino was able to charge your credit card. As mentioned many times before; if charges or desuctions to your cards were ever made please send them.

Thanks

Cindy Greco

posted on November 18, 2013.

has ive mentioned many times ...............you cancelled my deposits because i won ..........

please prove to me that you tried to take payment from me ;;;;;;;;;;;;;

posted on November 18, 2013.



Dear Player:

According to the Casino the processor did not receive the deposits; therefore you have played with money that was never received.

We have been trying to explain you unsuccessfully that as per Casino rules : http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.php


“Some of our processors pre-approve transactions and then process the transactions in a batch process later. If your transaction happens to be declined at that time of it being processed, and if there are winnings generated from your pre-approved deposit, winnings from that transaction will become void.

You have not provided any evidence that your card was ever deducted with the amounts said and therefore no payments will be sent unless you send proof.

Cindy Greco

posted on November 20, 2013.

Give me my winnings!

AskGamblers
posted on November 21, 2013.

 The player never sent a proof that deposit is made, therefore his winnings have been concidered as per entertainment purposes! Nothing to help abuout it! Complaint solved!